Michele A. Carpentier
Augusta ,ME
Summary
Skilled at managing and problem solving in high-stress situations. Working with Microsoft Suite daily, operating with high accuracy in Excel, Word, etc. My competencies are in sales, building customer loyalty and streamlining service processes. My active listening and critical thinking skills led to a notable increase in client retention, demonstrating a commitment to excellence and a knack for fostering positive customer relations.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
PFG Northcenter
20 Dalton Rd. Augusta ME 04330
09.2003 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed timely and effective replacement of damaged or missing products.
- Exceeded performance consistently, earning recognition as a top performer within the team.
Education
Truck Driving Class 1 (A Now)
Rockland Vocational School
Rockland, MEHigh School Diploma -
Augusta Adult ED
Augusta, ME1988
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Call center experience
- Microsoft Excel
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Product Knowledge
- Paperwork Processing
- Medical terminology knowledge (limited)
Additional Information
My Husband and i are moving to belfast in Spring of 2025 to our new home and looking to work from home. Im a very independent person that loves a challenge.
Timeline
Customer Service Representative
PFG Northcenter
09.2003 - Current
Truck Driving Class 1 (A Now)
Rockland Vocational School
High School Diploma -
Augusta Adult ED